Time to Adapt from H and HN

PHOENIX— If there's one thing I've learned in my 20-plus years as a journalist it's this: listen to the experts. Or did my Mom tell me that? Either way, it's a valuable lesson.

For instance, the old newspaper reporter in me was all set to write a blog focused on the Advanced Payment ACO Program, which is aimed at testing the ACO concept in rural settings and among physician-owned organizations, but when I asked rural administrators and trustees what the highlight was of day one at the 25th Rural Health Care Leadership Conference, a number of them immediately mentioned the opening keynote address by Bridget Duffy, M.D., CEO of ExperiaHealth. Before joining the San Francisco-based company, Duffy was chief experience officer at the Cleveland Clinic. Her message today: hospitals need to focus on creating an exceptional patient experience. Central to that, she says, is for all staff at the hospital to show compassion or empathy for patients. It's something that is lacking throughout health care, she says. It's also something my colleague Bill Santamour has been writing about recently in H&HN Daily.

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